Greeting and seating customer

1. Greeting and seating customer

3. Sequence of service Sequence of service is referred to as the order or step by step procedure in which a waiter provides service to guests from the time the guest enters the restaurant to the time he leaves the restaurant. 

4. Sequence of service Preparation to deliver satisfied service begins before the guest steps into the restaurant with activities like ménage, handling reservation, allocation of table. Once the guest arrives in the restaurant there is a certain sequence that is followed to make his/ her meal experience pleasant.

5. Handling Reservation & Allocation of tables Following points must be noted down while taking down a reservation • Name of the guest • No. of pax • Time of reservation • Contact number and name of the booker • Any special request

6. Welcome the guest As the guest enters a restaurant, he/ she must be greeted cordially and must be made to feel comfortable. Usually this task is performed by the hostess of the restaurant, however, is not just restricted to her. It is for each and every restaurant staff to see to it that the guest is greeted within 30 seconds of arriving in the restaurant.

7. Welcome the guest • Guest must be greeted with a clear and affable tone of voice, good appearance and a smile. •  Every guest must be welcomed with the greeting of the day. In ethnic restaurants, guest is greeted in the national/ regional greeting.

8. Find out if the guest has a reservation. • If yes, then escort them to their table and address them by their name, should they not be satisfied with the table then offer alternatives. • If no, then ask them for their preference of table and escort them to the table. • Guest should be led to their table, if there is a gesture towards the table, it must be done with open palm facing upwards rather than pointing a finger on to the table.

9. Seating the guest It is guests’ prerogative to choose where they want to sit or where their host would like them to sit. Ladies must be seated first.

10. Seating the guest on a chair • Stand straight behind the guests’ chair. • Bring the right foot forward, with the knee touching the wooden skirting of the seat in the middle. • Hold the chair from both the hands from the sides of the back. Lift the chairfrom behind and pull it back, ensuring • that there is adequate space for the guests to go between the table and chair. • When the guest proceeds to sit down, move the chair slowly towards the guest, till it is comfortable for the guest and rest the chair of the floor. • It must be ensured that the chair is not dragged.

11. Don’ts while seating a guest • Seat gents before ladies. Rapid movement of chair. • Incorrect handling of chair. Ordering guests where to sit. • Show irritation due to indecisiveness of guests, as to where to sit. • If there are empty chairs on the table, the guests are asked if they are going to be joined by more people. If not then extra covers are removed. • Once the guests are seated, napkin must be unfolded from the left hand side and placed on guests’ lap without touching the guest and ensuring that the arm is away from the guests’ face.

12. Pouring water As soon as the guests are seated, waiter must pour water. Guests must be asked for their preference of water (regular, mineral, aerated, spring water)

13. Pouring water Wile pouring water following points must be kept in mind: • Regular water poured from a water jug • Jug should be clean with sufficient water for number of people on the table. • Should be cold and room temperature as per guest’s requirement. • Should be carried on an underliner or with a waiters’ cloth neatly folded to ensure that the condensed water does not drip on the table. • Water must be served from right hand side, ladies must be served first. • Glasses must only be refilled when they are two-thirds empty

14. Pouring water • Mineral water poured from the bottle . • Seal must be opened in front of the guest. • Should be carried in a cane basket and after pouring can be placed back on the table. • However, must be ensured that the service of water is done by the staff and not be the guests themselves. • Guests must be checked with, before opening a new bottle.

15. Menu presentation • Present individual menu cards to the guests. • Menu card must be presented from the right hand side, open to the first page. • Give 5-7 minutes to the guests to go through the menu.

16. Menu presentation • Check with the guests if they are ready to place the order, by inquiring “ May I take your order Sir/ Madam” or “ Are you ready to place your order Sir/ Madam”? • Stand straight at a position where it is convenient to talk to the guests. • Assist the guest in choosing the best dish on offer, use ‘suggestive selling’ or ‘up selling’ techniques. • After taking order, repeat the order.   • Take menu card back from the guests and put it back in place. • Inform the guests of the approximate time it would take to serve the food.

17. Order taking • Aperitif card must be presented to take drink order prior to presenting food menu. • Unless the food has been pre-ordered, as soon as the guests are seated, they must be presented with the menu card